job description
Join Alorica as an Operations Manager in our Content Moderation division, based in the vibrant regions of Bali, Indonesia. This is a unique opportunity to lead high-performing teams, drive operational excellence, and ensure the highest standards of content integrity in a fast-paced, metrics-driven environment.
As a key leader, you will oversee day-to-day operations, optimize workflows, and foster a culture of accountability and continuous improvement. Your strategic approach will directly impact client satisfaction, team productivity, and business growth. With a focus on scalability and efficiency, you will collaborate with cross-functional teams to deliver exceptional results while maintaining compliance with global content moderation standards.
If you are a results-oriented leader with a passion for team development and operational innovation, we invite you to apply and take the next step in your career with a global leader in customer experience solutions.
Responsibility
- Lead and manage a team of content moderators, ensuring adherence to client guidelines and performance metrics.
- Develop and implement operational strategies to improve efficiency, accuracy, and team productivity.
- Monitor key performance indicators (KPIs) and provide actionable insights to drive continuous improvement.
- Collaborate with HR and training teams to onboard, coach, and retain top talent.
- Ensure compliance with global content moderation policies, data privacy regulations, and ethical standards.
- Resolve escalated issues and provide guidance to team members on complex cases.
- Optimize workflows and resource allocation to meet or exceed service level agreements (SLAs).
- Foster a positive and inclusive work environment that promotes employee engagement and satisfaction.
Qualifications
- Bachelor’s degree in Business Administration, Management, or a related field (or equivalent experience).
- Minimum of 5 years of experience in operations management, preferably in content moderation, BPO, or customer service.
- Proven track record of leading teams in a high-volume, metrics-driven environment.
- Strong analytical skills with the ability to interpret data and make data-driven decisions.
- Excellent communication, leadership, and problem-solving abilities.
- Familiarity with content moderation tools, platforms, and industry best practices.
- Ability to work flexible hours, including weekends or shifts, as needed.
- Proficiency in English (written and verbal) is required; additional languages are a plus.